Shocking - non-existent Customer Service!

I have been waiting for a parcel since September 2018. Eventually I was told the parcels arrived at EMS international on 4 December 2018 and Israel ****yane advised I could collect from there. Then the next day when I was on my way to EMS to collect these parcels, Nthabiseng Hani sent me an email to say the parcels have already left to Germiston Hub. The online tracking functionality doesn't work as the info does not change day to day. When I contacted the Post office to find out if parcel arrived there, I was told that the computer has been broken since October and cannot hep me! I managed to contact a Raylene Camphor who advised that one parcel arrived at the Boksburg North Post Office on 19th December. Raylene Camphor let me know on the 28th December. I went on the same day to the Boksburg North Post Office to collect the one parcel in the interim and was told that I must wait for an SMS (despite the mail in hand to say it arrived there on the 19th) as they are not going to go through all the packages to find mine. This is unacceptable! They don't have my telephone number to send the SMS and furthermore by the time I eventually receive a slip (which is hardly ever), they have sent the parcel back. This is the worst possible customer service! Especially since I was willing to collect from EMS. The other parcel is in limbo - who knows where it is!! Parcel numbers : RZ ********** 17GB and RZ ********** 13GB. Can a Manager or somebody who knows what is going on kindly contact me so I can collect the parcel before it is sent back to the UK! I have all the email correspondence should you require this.